Lévietate Customer Care
This policy explains how Lévietate orders are processed, tracked, insured and delivered, including what to do when a parcel is delayed, damaged, lost or marked as delivered.
Last updated: July 12, 2026
Before Your Order Ships
Please review your delivery details carefully.
Orders are prepared using the name and shipping address entered at checkout. Address corrections and cancellations must be requested promptly and may no longer be possible after fulfilment begins or a shipping label has been issued.
Carriers
Tracked Delivery Services
Stallion Express is the primary shipping service. Canada Post may also be used depending on the destination, service availability and parcel requirements.
Parcel Protection
Carrier Insurance May Apply
Eligible Stallion Express shipments may include parcel insurance of up to CAD $300, subject to the carrier’s current terms, exclusions, evidence requirements and claim approval.
Tracking
All Parcels Include Tracking
A tracking email is sent after the shipping label is created. Carrier scans may not appear immediately and can pause during customs review or transfers between delivery partners.
Delivery Estimates
Transit Times Are Not Guaranteed
Delivery estimates begin after carrier acceptance. Weather, customs, holidays, remote destinations, labour interruptions and carrier backlogs may extend transit.
Address Accuracy
The Buyer Provides the Address
Lévietate is not responsible for parcels sent to an incomplete or incorrect address supplied at checkout when the order could no longer be corrected before dispatch.
Claims
Claims Require Carrier Review
Refunds, replacements or other resolutions for qualifying transit loss or damage are considered after the required evidence has been supplied and the carrier claim has been reviewed.
Shipping Carriers
How your parcel travels.
Lévietate primarily ships through Stallion Express. Stallion Express works with major regional and international carriers, which may include FedEx, UPS, USPS and destination-country postal networks.
Canada Post may be used as an alternative depending on the destination, available service, parcel dimensions or current delivery conditions.
The carrier named in your tracking information is the best source for current parcel movement and delivery scans.
Tracking & Signature
Following your order after dispatch.
All Lévietate parcels include tracking. A tracking email is sent after the shipment information has been submitted to the carrier. “Label created” does not necessarily mean the parcel has already received its first physical scan.
Signature service may be available by request. Contact hello@levietate.com before the parcel is shipped so availability and any additional charge can be confirmed.
Estimated Delivery
Typical transit windows.
These timeframes are estimates rather than guaranteed delivery dates. Processing time before dispatch is separate from carrier transit time.
Customs inspections, weather events, remote destinations, holidays, labour disputes and carrier congestion can extend delivery beyond the estimated window.
Address Changes & Cancellations
Contact us before fulfilment begins.
Review the shipping address carefully before submitting your order. Requests to change an address or cancel an order should be emailed to hello@levietate.com within 24 hours of purchase.
A request is not guaranteed. Once an order has entered fulfilment, been handed to a shipping partner or received a tracking number, it may no longer be possible to edit, cancel or recall it.
The buyer is responsible for collecting a parcel delivered to the address supplied at checkout. Undeliverable international parcels may be returned, abandoned or destroyed by the destination carrier.
Damage & Carrier Claims
Keep the product and all packaging.
If an order arrives materially damaged, contact Lévietate promptly and retain the entire parcel. Carrier or insurer claims may require clear photographic evidence before review.
Include photographs of:
- The damaged area
- The complete product
- The exterior shipping box or mailer
- The shipping label
- All interior protective materials
Lévietate does not process a refund or replacement for an insured transit claim until the carrier has reviewed the submission and approved the claim, except where applicable consumer law requires a different remedy.
Delivered but Missing
What to check first.
If tracking shows “delivered” but the parcel cannot be located, first check entrances, mailrooms, parcel lockers, household members, neighbours and nearby safe-drop areas.
Contact the delivering carrier or local post office for delivery details. Where available, ask for a GPS delivery scan or open a missing-parcel case.
Send Lévietate your order number, tracking number and carrier case details when the parcel remains missing. A refund or reshipment is not issued unless the carrier claim is approved, except where applicable consumer law requires otherwise.
Delayed or Lost Parcels
A gap in tracking is not always a loss.
Tracking may pause while a parcel moves between facilities, waits for customs review or transfers to a local delivery partner.
When tracking remains unchanged beyond the expected delivery window, contact hello@levietate.com with your order and tracking numbers. Lévietate may open or assist with a carrier investigation.
Carrier investigations can take several business days. Any resolution is subject to the carrier’s findings, insurance terms and applicable consumer-protection law.
Customs & Import Charges
International buyers are responsible for import costs.
Customs duties, VAT, IOSS charges, brokerage fees and other import costs are determined by the destination country and are the buyer’s responsibility unless a charge is explicitly collected at checkout.
Import rules vary by product, destination and country of origin and may change without notice. Contact your local customs authority when you need an estimate before purchasing.
Refusing delivery or failing to pay import charges does not automatically create a refund. Return shipping, customs fees and losses caused by abandonment or destruction may be deducted from any amount otherwise eligible for refund.
Carrier Disruptions
Events outside the studio’s control.
Weather, customs delays, labour disputes, border interruptions, carrier backlogs, local emergencies and other events outside Lévietate’s control may temporarily delay dispatch or delivery.
Tracking numbers remain valid during many service interruptions. Important known disruptions affecting current orders will be communicated through the website or order email when reasonably possible.
When Contacting Customer Care
Include these details for faster review.
Your full name
Your order number
The email used at checkout
Your tracking number
A description of the issue
Relevant photos or carrier case details